THE IMPACT OF TIME ON THE PERCEPTION OF EDUCATION SERVICE QUALITY

被引：1

作者：

Rubinsztejn, Gustavo ^{[1
]}

Palacios, Miguel ^{[2
]}

机构：

[1] Univ ORT Uruguay, Mkt, Montevideo, Uruguay

[2] UPM, Adm Empresas Creac Empresas & Mkt, ETSII, Madrid, Spain

来源：

REVISTA IBEROAMERICANA DE EDUCACION | 2010年 / 54卷

关键词：

service quality; longitudinal study; higher education;

D O I：

10.35362/rie540548

中图分类号：

G40 [教育学];

学科分类号：

040101 ; 120403 ;

摘要：

Usually, organizations use static indicators to assess their customers' perception of service quality. With the purpose of identifying which aspects can be modified in order to improve the perception of service quality, they determine which parts of the service have more impact on the before mentioned perception. This paper proves that the weight of the factors that determine the assessment changes with time, as the relationship with the service provider becomes stronger. In other words, service quality is a dynamic phenomenon. Contrary to current beliefs, it is not a static phenomenon, and that entails great issues concerning educative services.

引用

页码：189 / 202

页数：14

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